Director, Front Office

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS”

• Employee benefit card offering discounted rates in Accor worldwide, including Fairmont Hotels
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21 and our Diversity & Inclusion initiatives

Reporting to the Director of Operations, responsibilities and essential job functions include but are not limited to the following:

• Accountable for the strategic leadership of Front Office department; manage all aspects of the Front Office department, including Front Desk, Royal Service (Telephone Operations), Concierge, and Bell/ Valet
• Consistently leading, coaching and mentoring the entire Front Office Team to offer professional, friendly and engaging service, while ensure guest concerns are handled and resolved quickly by logging and notifying proper areas to ensure speedy and personalized resolution to create outstanding guest satisfaction
• Develop and Implement trainings & SOP’s to align with Accor and Fairmont Service standards for all new and existing colleagues with a strong focus to positively improve results in Guest Satisfaction (VOG), Compliance with Brand Standards (LQA), Colleague Engagement (EES), Guest Loyalty (ALL) while ensuring the Front Office participates in all Hotel Committees
• Work closely with all other department & Divisions within the property, i.e. Accounting, Sales, Spa, F&B, Housekeeping etc. to ensure that there is a high degree of focus on Teamwork and that processes are always being reviewed to ensure we are easy to do business with.
• Maximize room revenue through participating in yield management meetings and implementing/supporting agreed upon Revenue Management strategies and practices, along with any & all upsell programs to ensure effective and proactive

Salary range $95,000-$100,000 a year

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Strong communication skills to interact with all types of guests and employee situations.
• Past managerial experience is preferred; demonstration of leadership qualities and skills are expectable.
• Ability to work under pressure and in guest contact areas and prioritize information quickly.
• Ability to smile warmly and sincerely and express his/her thoughts and actions in a professional manner.
• Prior Front Desk experience is a must
• High School Diploma, college degree helpful.
• Strong knowledge of windows based computer systems and applications.
• Past managerial experience preferred or ability to demonstrate leadership skills in related experience.
• Flexible availability

Salary range $95,000-$100,000 a year